Association Members
On-Hold Messaging Service
Association Members On-Hold Messaging Proposal
Corporate Profile and Introduction
Since 1984, COHM has been providing customized audio imaging for "On Hold"
and other telecommunication applications, to client users throughout North
America. COHM’s primary focus has been that of technology - to increase the
ease of use and reliability of our service.
COHM possesses a unique position in the industry granted by the technological
advancements that have been made in the “phone transferable” process of
customized audio voice-over productions. COHM's digital automation offers a
quick solution in the provision of customized digital recording that will meet any
corporate requirements. COHM’s technology includes SMPT (Simultaneous
Multiple Program Transfer), a seamless process that transfers completed audio
productions to multiple locations simultaneously, same day or within the most
minimal scheduled time frame.
Our goals have always been to provide our clients with a proven performance and
the highest level of technology in our industry. This is guided by the strong
commitment that each COHM employee shares in ongoing service and support
to our users. Were proud of our technology and of our reputation of being simply
one of the finest audio imaging providers.
COHM Service and Technology
Phone Transferable Technology... The integral technology of COHM’s
service, combines a specialized digital announcer that allows COHM to “phone
transfer” audio programs directly from our center to any location worldwide. The
audio information is transferred without requiring any on-site assistance.
COHM's production center simply calls into the on-site digital announcer, enters
the units security access code and transfers your programs to the onboard
memory. The audio information is stored in what is called non-volatile “digital
flash memory”, meaning that power failures or any other electrical interruptions
cannot delete the programs. Additionally, as the unit is completely digital, there
are no moving parts, and therefore, no mechanical failure. Unlike tapes &
equipment that can stretch, skip or break, COHM’s digital service ensures that
callers are being presented with the highest level of audio quality (64
Kilobits/second) 100% reliable.... totally hands free!
Other benefits to COHM's digital “remote transfer” process eliminate any necessary downtime . Our service
does not require the shipment of tape devices, digital memory cards or CDs. In fact, our team of writers and
producers can transfer updated information within hours of receiving an emergency request. Another benefit
of the technology allows coordination with “dated” or “time-sensitive” messages, such as promotions, special
events or services. COHM will automatically delete the dated material and transfer back the regular
information, or other pre-selected messages, on the closing of the promotion. Applying dated or time
sensitive messages with scheduled additions or deletions, is at no additional cost.
Association Members On-Hold Messaging Proposal
COHM's Newest Generation of Digital “fax switch” Announcers
The newest generation of digital announcers possess a transparent “fax switch”
which allows the unit to share the same line as the fax machine. During normal
operations, the unit is “transparent”, allowing the fax machine to operate normally.
Depending on what is currently in existence, there may be a requirement that the
“music on hold” feature of the telephone equipment be activated. The installation
process includes COHM’s production center sending a test production to ensure
connectivity. Pricing for this installation will vary for in some areas whether being
your existing telco service provider or another, third party, installer. The average
cost of a third-party installer for this purpose is $75.00.
On Site Downloading Option...
The unit also features direct-on-site loading capabilities to allow downloading by
any tape or CD device by simply pressing play on a tape or CD. The unit on board
computer will detect and compile automatically. Important in the consideration to
include this non-proprietary component to existing telephone equipment.
Unit Maintenance
COHM maintenance coverage will provide ongoing maintenance of equipment & programming at no
additional cost throughout the contract period. All defective equipment will be replaced, so long as the
unit is under rental and active with the audio service.
Installation Coordination...
Once the equipment is shipped and received , COHM provides a toll-free number
(800-267-5229) to access COHM's technical assistance in the coordination of
installation, including the immediate transfer of audio information (music or first
production) to confirm all requirements have been met and that the unit is properly
in place. COHM will then complete the coordination of installation and system
testing.
Process & Activation
Once we receive the service agreement included with your selection the standard
activation process will begin. A COHM’s Production Coordinator will make contact
and fax or e-mail scripting examples. In addition COHM will determine the type
of telephone equipment and address whatever questions or issues you may have.
COHM will then coordinate for the shipping of a digital announcer to your location.
Scripting
COHM’s customized service will coordinate scripting directly with your location in the development of
customized messaging.
*Scripting Emergency Request
Scripting Emergencies fall into one of two types: addition or deletion. Emergency Deletions are usually timesensitive information which was left on a script (seasonal), or corrections to price or date. In the event of a
Scripting Emergency, need only to contact COHM’s Production Coordination department by telephone (tollfree).
COHM Accessibility
COHM provides live support 9:00AM to 5PM Monday to Friday Eastern Time with a North-America wide Toll
Free Number. Additional support is maintained by COHM’s auto attendant / voice mail 911- service, ensuring
that all issues will be dealt with within one business day. A toll free number is available for all COHM service
users throughout North America. This toll free number is: 1-800-267-5229.
Association Members On-Hold Messaging Proposal
COHM® Association Members Audio Service Pricing
Choose the Service Package to meet your needs:
Members Master Site
Per Additional Members Site
$550.00
$375.00
$750.00
$475.00
$1,000.00
$575.00
$375.00
$325.00
Preferred
“Preferred” is the most common service option,
combining flexibility with affordability. Preferred
users are contacted by COHM’s production
department on a quarterly basis, and have the
option to make up to six (6) production changes per
year.
Preferred Plus
“Preferred Plus” is ideal for users who require
more flexibility. Preferred Plus users will be
contacted by COHM’s production department on a
bi-monthly basis, and have the option to make up
to eight (8) production changes per year.
Unlimited
“Unlimited” is intended for the high-volume with
no limitations in the modification of information.
Unlimited users will be contacted by COHM’s
production department on a monthly basis, and
have the option to make changes at that, or any
other time. There are no limits to the number of
production changes that can be applied.
Value
“Value” is ideal for users with a limited budget or
constant information. Value users will be contacted
by COHM’s production department biannually, and
have the option to make up to two (2) production
changes per year.
Rental Of Digital Announcer
COHM’s Rental Program provides users with the option to rent - remote transferable six minute
digital announcer @ $150 yearly. Rental charge for a maximum of 48 months with no charge usage
thereafter.
Included with all COHM Service Selections:
K
K
K
K
K
Seasons Greetings Program
Auto-Attendant Greetings
Nighttime/Holiday Messaging
Complete Script writing Support
Toll-Free Access to COHM’s Coordination
& Technical Service Support
Association Members On-Hold Messaging Proposal
SCRIPT PREPARATION SHEET
The following information is the standard format when preparing scripting for “On
Hold” services. This example provides what information is recommended on
compiling specific product and service information segmented throughout the
program:
Profile - Service Profile - Product Profile - Time Sensitive Promotions: should be presented to callers
in a uniform format. A total of twelve (12) messages can be applied, based on the digital announcer standard
six minute memory capacity.
Example 1st Message /Opening Greeting: Many users apply the standard opening greeting message #1
. We value your call and appreciate your patience. We will be
with: Thank you for calling
with you momentarily. Options: Can Include hours of operation, location I.D. and any other information that
is frequently asked. Such account information, identification numbers in order to process callers more
efficiently, available parking etc:
Example 1st Message / Added Information / Opening Greeting: Thank you for calling
. Opened Monday thru Friday
Am to
Pm., Saturdays
Am to
Pm and Sundays
till . Were located at
just off of the
. We will be with you shortly.
2nd and 3rd Message: The most popular choice is profile information.
S
Profile how long in business
S
Service Parameters (local area or national)
S
Short presentation of your product and services
S
Corporate Profile to include: Our History, Our Products and Services, Our Technology,
Example 2nd Message:
We are devoted to quality service, we constantly strive to meet the specific needs of all our customers.
Quality in our service, quality in products , constitutes our definition of that we measure of our on going
commitment to satisfaction. Thank you for your patience. Our representative will be with you in just a
moment...
Example 3rd Message:
Our motto is 100 percent satisfaction today and in the future. We don't claim to have all the answers...which
is why we want to hear from you!! We promote an open door policy and encourage your input. So if you
have a good idea, or even a problem that has to be solved, please talk to us. Your insights and suggestions
can only help us get better...
4th Message Carried On up to a total of 12 Messages:
Short and concise messages. The balance of information should present:
- Profile Specific Services:
- Profile Specific Products:
- Profile Promotions:
- New Products/Services:
Target services with a brief detail.
Present main stream services, expertise, marketing or technology.
Dated promotions can also be added with COHM deleting the dated
promotion on the expiry date (must provide COHM with message I.D. and
requested date of deletion).
As new products or services are added, can be added. Segment your
products and service into individual messages. This will give more impact
to listeners.
COHM Script CD Included with your service...
There are thousands of message examples in many industry categories. You can choose
industry examples, or include others. Selections will automatically be transferred the your
working script sheet. You can add other customized messages and then fax or e-mail their final
script to COHM production centre. If you require additional support from our writers, simply add
product or service information and COHM will write the message(s).
Association Members On-Hold Messaging Proposal
COMMERCIAL ON HOLD
DIGITAL ASSOCIATION AUDIO SERVICE AGREEMENT
Commercial on Hold Marketing Inc., 1343 Wellington St., Ottawa ON., K1Y 3B8
Term: The term of this agreement shall be for a period of twelve (12) months, commencing on the
until the
day of
, 20
, between COHM and :
day of
,
(Please Enter Company Information)
Company Name:
Address:
City:
Phone Number:
Fax Number:
Script Contact:
Postal:
Audio Service - Master Site
97 UNLIMITED
97 PREFERRED PLUS
97 PREFERRED
97 VALUE
No Limit of Program Changes / Includes Season's Greeting Program
Up to Eight Program Changes / Includes Season's Greeting Program
Up to Six Program Changes / Includes Season's Greeting Program
Up to Two Program Changes / Includes Season's Greeting Program
$ 1,000.00
$ 750.00
$ 550.00
$ 375.00
Additional Locations
97 UNLIMITED
97 PREFERRED PLUS
97 PREFERRED
97 VALUE
$575.00 Per Additional Location
$475.00 Per Additional Location
$375.00 Per Additional Location
$325.00 Per Additional Location
x
x
x
x
Sites
Sites
Sites
Sites
=
=
=
=
$
$
$
$
= Total:
$
Digital Announcer Rental
Annual Rental Cost: $150.00 Per Site x
Payment Options
97
97
Sites
97
Account No.
Total Contract Value:
Cardholder Name
Dates
$
GG / GG GG / GG
(Issue: Month / Year)
(Expiry: Month / Year)
Authorized Card Signature:
COHM Annual Audio Service Agreement
1. Client Script Support: COHM will make contact at a pre-determined interval based on the selection of service. During this contact COHM will fax the
serviced location and/or head office a copy of the script currently in use. The service location and/or head office has the option to make any modifications (add
or delete messages / music and or voice personalities) at that time, or any other throughout the service year, and not to exceed the maximum allowance of
the users audio service selection.
2. Service Cost: The same yearly service cost applies whether or not the location selects to use the full maximum allowance of modifications.
3. Copyright: COHM reserves the right to make any and all adjustments to the digital announcer/interface equipment and/or the message programs supplied
by COHM. All such equipment and programs remain the property of COHM. Programs and related materials are not to be copied or duplicated.
4. Warranty: All COHM programs and equipment are fully guaranteed and will be serviced at no additional cost during the term of this agreement.
5. Extended Period: This agreement shall be for the length of time specified. This agreement shall be automatically renewed for additional such time unless
either party gives 30 (thirty) days written notice of cancellation prior to the expiry of the agreement or any renewals thereof after the expiry of the original
agreement. COHM reserves the right to change conditions and terms to reflect then the current terms and conditions.
COHM Digital Announcer Equipment Agreement
1. Delinquent Account: The Digital Announcer(s) is owned solely by COHM Inc and is the property of COHM Inc. COHM Inc. reserves the right to cancel this
agreement should the service location become delinquent in ; a) Audio Service Payment, b) Digital Announcer Rental Payment or c) Bankruptcy. If
delinquent, the service location must then return the Digital Announcer(s) to COHM Inc. Ottawa. Failure to comply will reserve the right for COHM Inc. to
pro-rate the service location with the length of time exceeding the notification of cancellation or bankruptcy. A cost of $12.50 per month/$3.15 per week, per
digital announcer, will be charged to the service location after the expired cancellation notification, until the digital announcer(s) is/are returned to COHM Inc
Ottawa. In addition COHM Inc. also has the right to take any other necessary action in the return of it's property.
2. Equipment: Subject to the above stated time period COHM undertakes to provide the service location with replacement of defective equipment at no
additional cost. Lost, stolen or damaged units (not under normal conditions) are the responsibility of the Client. Replacement of lost or stolen Digital
Announcer(s) will be at a value of $550 (Plus applicable taxes). Repairs of damaged Digital Announcer(s) will be charged to the Client based on the final
repair cost.
3. Installation Cost: The cost of the Digital Announcer installation provided by Telecom Canada, U.S. Partners and/or any other Interconnect Telephone
Company selected by the Client to the Client’s telephone equipment will be borne by the client.
Authorized signature / Client:
Authorized signature / COHM :